Strategic role overseeing product development, local sales, and customer experience. Drives sales growth, product innovation, and supplier relations while ensuring high service standards and alignment with company goals.

Key Responsibilities

Product Development & Commercial Strategy

• Led the creation and ongoing refinement of tour products aligned with revenue and margin targets, ensuring high standards of quality and customer value.
• Conducted regular product performance reviews, using market insights and customer feedback to inform pricing, product updates, and sales strategies.
• Developed and maintained strong supplier relationships; negotiated contracts and rates to optimize product competitiveness and profitability.
• Collaborated with cross-functional teams to ensure that all products met operational feasibility, customer satisfaction, and financial goals.

Sales Management & Performance Monitoring

• Set and monitored individual sales targets for the local sales team, implementing tracking systems and performance reviews to drive accountability and results.
• Assisted in budget planning and financial forecasting for local sales operations, supporting the achievement of revenue and cost-control goals.
• Provided leadership and support to the local sales team, promoting a culture of high performance, customer focus, and collaboration.
• Delivered targeted training programs to enhance team capability, product knowledge, and customer engagement skills.

Customer Experience & Service Excellence

• Oversaw end-to-end customer service operations, ensuring timely resolution of inquiries, complaints, and service issues during and post-travel.
• Implemented service quality standards and developed protocols for hotel representatives to ensure consistent and professional guest interaction.
• Introduced and managed a structured customer feedback mechanism to identify areas for service improvement and product refinement.
• Ensured seamless coordination for air ticket reconfirmations, extended stays, and special customer requests, maintaining accuracy and timeliness.